April 2025 Release Notes
March 2025 Release Notes
Beyond Reviews: Unlocking Hidden Insights from Unstructured Customer Data
Edric Tse
Chief Product Officer at Neopets
October 2024 Release notes
Rambhatla Dhananjay Kumar
Player experience Manager at Scopely
April Laws
Lead Social Media & Community Manager at Wooga
Claudia Pons
Community Manager of Monopoly GO! at Scopely
Explore Jeff Parsley's journey as the February Player Insights Champion, recognized by Affogata for his data-driven approach to game improvement through player feedback.
Jeff Parsley
Global Community Manager of EA Sports
Lilian McDowell
CRM Manager at Sciplay
Working in a gaming company might seem like a cushy job at first glance. You get paid to talk about your favorite thing in the whole world, you’re the first to know about new releases and upcoming version drops, plus you spend your working day hanging out with cool people who share your enthusiasm. But it’s got its challenges too. When you’re a player experience manager, you have to have a finger in every single pie, all the time. It’s your responsibility to keep players engaged, defuse resentment, anger, or dissatisfaction around someone’s less-than-perfect gaming experience, and stay on top of multiple streams of conversation, all at the same time. In today's online world, players are busy swapping tips, sharing codes, and coming up with awesome new tweaks on Twitter, Twitch, Facebook, Vanilla, Discord internal forums, and more. If you’re only using a social media listening tool and keeping half an eye on Discord, you’re inevitably going to miss valuable nuggets of information that could make your games even better. You need to do the online equivalent of seeing around corners to know what your players are thinking about, talking about, and complaining about all the time and everywhere. Here are 12 things that player experience managers wish they knew about players in their gaming communities.
Customer feedback has long been recognized as crucial for helping companies to improve their products and services, and brush up their customer satisfaction ratings. Every successful business tries to design a value product or a service that meets customer needs, but that’s very difficult if you’re not sure exactly what they are.
Whoever said “there’s no such thing as bad publicity” never faced a brand reputation crisis. When a lot of people are talking about your brand in negative terms, it could lead to a drastic loss in market share, which can be difficult to regain, even if it’s triggered by something relatively insignificant or that’s not your fault.
Consumers don’t just base purchase decisions on objective elements like price, location, or availability. Many times their actions relate to how they feel about your brand and to the emotional impact your brand makes upon their purchasing moves. That is why companies always try to maintain a good brand reputation and invest time, effort, and money in order for consumers to feel good about their products and services. Research showed that83% of consumers want a compassionate connection with brands, meaning they wish to purchase from companies that they can trust. This report also highlighted the role of emotions in driving consumers’ purchases. Another study reported that 39% of consumers claimed that trust drove their purchase decisions.
